Transdev Supervisor Customer Service in Oakland, California

Overview

Transdev is the largest private sector operator of multiple modes of passenger transit in North America, providing bus, rail, paratransit, shuttle, sedan and taxi services. We manage over 200 transportation contracts for cities, transit authorities and airports, providing safe and sustainable mobility solutions. Our mission is to improve public transportation, to enhance quality of life and combat global warming.

As a frontline supervisor, oversees the day-to-day activities of the customer service representatives. Schedules, trains, and monitors customer service representatives. Conducts performance reviews. Responds to escalated customer service inquiries and issues.

Responsibilities

  • Supervises a team of Customer Service Representatives and resolves complex business problems for those on the team.

  • Provides employees timely and constructive performance feedback; develops employees and provides opportunities that enhance employee career growth.

  • Reviews, changes, and improves processes in line with changing customer expectations and organizational goals.

  • Monitors operations of the customer service center including policies and procedures, operating structure, and work flow.

  • Ensures the volume of work produced meets company standards and ensures customer satisfaction.

  • Schedules, trains, and monitors customer service employees. Conducts performance reviews.

  • Responds to escalated customer service inquiries and issues.

Other duties as assigned.

Qualifications

Education, Licensing, and Certifications :

  • High school diploma or equivalent, such as GED, required

Experience :

  • Five to seven years of relevant leadership experience in a customer service or call center environment.

Skills and Knowledge Required:

  • Pleasant telephone voice/manner

  • Strong written and oral communication skills

  • Strong listening skills

  • Ability to remain courteous with difficult or angry customers

  • Strong computer knowledge/PC experience

  • Ability to train, coach, and manage performance of staff

  • Some locations require bi-lingual skills.

Travel requirement <5% of time for occasional meetings or training.

Pre-Employment Requirements:

  • Must submit to drug testing and a background check

For more information please visit our website at www.transdevna.com/careers

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law.

EEO is the Law Poster: http://www1.eeoc.gov/employers/poster.cfm

Drug free workplace

If based in the United States, applicants must be eligible to work in US without restrictions for any employer at any time; be able to pass a drug screen and background check

Requisition ID 2018-8220

Position Category Customer Service/Call Center/Dispatch/Reservationist/Scheduler

Internal Code #TNA

Internal Reference 484

Internal Code 3 Ind1